I came across this thread today because I came across the Dial a Rod Website earlier and wanted to read some reviews about them before I made a decision to take out their boiler cover or not. I have to say that I cam across 3 negative reviews (this being the last) and because of what I have read I will definitely not be taking out any services from them. I totally agree with your reason for asking for a refund. I want an immediate response and a reliable company to come to my rescue when/if my boiler breaks down and these guys sound like middlemen cowboys. I will be (happily) paying a little extra with a local boiler repair service. Thanks very much for taking the time to write this thread so as other people do not make the same mistake.